A question; perhaps someone can answer.

[ett1954]

To summarise:

A couple of days ago (22nd August) I had an INR case opened against me.

The buyer is in Denmark and the shipping address was the eBay UK GSP shipping hub.

Product shipped on 21st July, in reality the 22nd July (the 21st is a Sunday, the day which the label was purchased through a Royal Mail account integrated with eBay), by Royal Mail Tracked 48 service.

Royal Mail tracking shows the package arriving at the hub on the morning of the 24th July as expected.

The item then showed the package 'stuck' at the hub until the 31st July before being shipped to the buyer.  The buyer contacted me a week or so ago and asked why he hadn't received the package and on the basis of the delayed shipment agreed to give it a few more days.; hence the case opened on the 22nd August.

Obviously with a case opened and funds being held I contact eBay customer service via a call-back as the eBay chatbot was as much use as a chocolate fireguard.  The op checked the transaction and informed me to leave the case to time out on the 28th August whereupon the case would be closed in my favour.  I pointed out to the cs op that this was a GSP transaction and my responsibility ends when the package was accepted at the hub.  I specifically asked whether the buyer would also be refunded to which she confirmed he would.

Interestingly the tracking by the the hub has now changed to not received on the 25th July.  This does not concern me as Royal Mail's tracking shows it was on the 24th.  Strangely the Pitney Bowes generated tracking number now shows  "A shipping label was created. Estimated delivery date will be available once the package ships."  A pair of contradictory statements!

My concerns:  The case will be closed against me, or the case will be closed in my favour and the buyer will not be refunded.  It appears that Pitney Bowes are either intentionally or accidentally 'muddying the waters' by changing their tracking details in order to divest themselves of any responsibility.

My question is twofold: Has anyone come across this before or does anyone know how to proceed with this case which expires on the 28th?  Why wasn't the case immediately closed by the cs operative, my funds released and the buyer immediately refunded?  Interestingly since the case was opened I have not had a sale.

[*vyolla*]

Did you state in the INR case that this was a sale via eBay's Global Shipping Programme and that tracking number XXXXXXXX shows that it was delivered to the GSP UK shipping hub on (date), thus they are responsible for making the refund here?

Whilst it does seems to be a bit of a mess, I can't see either you or the buyer losing out here.

You could contact eBay CS again and ask why the INR hasn't been closed in your favour, though I suspect it's to give the GSP a bit more time to deliver.

[ett1954]

I re-iterated several times with the cs operative that this was a GSP transaction.

"I suspect it's to give the GSP a bit more time to deliver." - with the Pitney Bowes tracking now showing it hasn't even been shipped I doubt whether this is going to happen; Pitney Bowes have had this package for a month now.  The original delivery date to the buyer was given as the beginning of August.

To be fair I have used GSP since its introduction and this is the first issue with them I have had although I have noticed recently that I no longer always receive confirmation emails that they have received the items and another to confirm it has been forwarded by them to the buyer.

[*vyolla*]

It is pretty odd that this hasn't just closed in your favour.

I'd certainly be asking eBay again to clarify what's going on here though, given the timeframe. 

[ett1954]

Thanks, I'll try them in the morning, it's not a bank holiday in Ireland; I may get an Irish rep. with any luck.  Do you by chance have a direct link to the call-back facility; I am not of the mind to waste 20 minutes dealing with some useless AI bot.

To be honest I an seriously considering dropping eBay as a selling platform.  I seem to spend more and more time firefighting issues that are not of my making (removal of email verification preventing logging on, the recent IOSS debacle, and now this).  When combined with the time spent finding workarounds to the constant daily glitches on the site it is becoming unsustainable with the paltry return for the time and effort spent.

It makes more sense to focus on the more profitable areas of my business.  The only perceivable benefit eBay provides is the international reach it provides, but with the forthcoming US tariffs coming into effect my largest international market will disappear overnight.

[*vyolla*]

I’ve found that the easiest route to contact eBay Customer Services is via the link below where you can request a call back:

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[ett1954]

@*vyolla* thanks for the suggestion.  Called this morning, didn't get Ireland but a young lady in Albania who was superb.  Impeccable English, patient, and clearly understood eBay's policies without reading from a script.  She studied in detail the tracking both from Royal Mail and Pitney Bowes and has been through the process with me and gave an assurance that when the case closes in my favour that the buyer will also be fully refunded.  If only all cs operatives were this knowledgeable and efficient.

Obviously the proof will be when the case times out.  🤞

[*vyolla*]

Good news, but as you say the proof comes later!

I'm still surprised that this is ongoing for so long. 

[ett1954]

"I'm still surprised that this is ongoing for so long." - So am I, but I suspect it is because Pitney Bowes altered their tracking after the case was opened to show on the 25th July they hadn't received it, whereas previously their tracking showed they had received it on the 24th July.  Fortunately Royal Mail's tracking confirms it was delivered to PB on the 24th.

I find it disconcerting that tracking can be altered by PB after the event.

[marco@ebay]

Hi ett1954, thanks for your post.

If you don't get a resolution on this case this week, please let me know the item number, and I'd be happy to send it for review for you.

Thank you,

Marco

[ett1954]

Thanks Marco; much appreciated.

My main concern is that the buyer does not lose out through no fault of theirs.

[marco@ebay]

Thanks for your reply, ett1954.

Yes, that's fair enough. I know I haven't seen the case, but considering that this was a GSP order, if the item was delivered to our hub, and then the buyer didn't receive the item, both of you should be covered here. But let me know on Thursday if this is still not resolved for you, and I will try help you get that resolved from my end. 👍

Thank you,

Marco

[coyotetower]

You need to contact Ebay CS through the help link and theyll sort this for you. Don't ask me why they don't have a button for it but they dont. The support chat will close it and refund the buyer and u wont have to pay anything.

[ett1954]

marco@ebay   Marco this case timed-out on the 28th (yesterday) however, as I feared even after being assured by 2 c.s. operatives, my funds are still on hold and I presume the buyer has not been refunded.

I assured the buyer that he would be refunded by eBay when the case closed following the conversations with customer service.  I now expect a 'snotty' message at the least or negative feedback from the buyer, and a defect on my account.

Can you please follow-up on your promise to look into this.  The order number was: 10-13337-75964

This whole episode has become a farce due to the failure again of an eBay partner.

[ett1954]

marco@ebay   Marco, is anyone looking into this?

My funds are still on hold. 

Has the buyer been refunded by eBay yet?

[4_bathrooms]

Is the INR case still open?

[ett1954]

As it continues to allow me to respond to, or refund the buyer it appears to be.

[4_bathrooms]

Personally, I would direct the buyer to escalate the case by using the "Ask us to step in" link.

[ett1954]

Normally I would agree however my concern is that Pitney Bowes have changed the tracking details.

To summarise: I posted on 21st July

Tracking (RM48) showed delivery to the hub on 24th July

PB tracking showed shipped to the customer on 31st July

Buyer, in Denmark, was given an EDD of Aug 5th

He contacted me around the 11th August to say he hadn't received it but agreed to wait longer.

He opened the case on August 22nd

PB tracking changed to state 25th July not received at hub.

Case was to time-out on 28th, and I received a reminder on 27th to resolve the case.

Whilst case was open I contacted eBay customer service twice to state this was a GSP sale and there was confirmation that they had received it; however I had to prompt them to check the Royal Mail tracking not just the PB tracking.

My concern is that if escalated and only PB tracking is checked that it will be closed against me.  I just cannot understand why this case was not closed when I contacted customer service as both agreed that the case would be closed in my favour and the buyer would be refunded by eBay.  I am also concerned that tracking can be changed by PB after the event.

[marco@ebay]

Hi ett1954, thanks for your reply.

I've just sent this one for review. Once I get an update on your case, I'll post back here to let you know.

Thanks,

Marco